Accept or reject a case solution from the Consumer Service Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Users with the consumer role can accept or reject the proposed solution for a case from the Consumer Service Portal.

    Before you begin

    Role required: sn_customerservice.consumer

    About this task

    When an agent proposes a solution to a consumer's case, buttons for accepting or rejecting the solution appear in the section of the form that shows the consumer actions.

    Procedure

    1. Log in to the Consumer Service Portal.
    2. Select My Lists in the portal header to view a list of cases.
    3. Select Action Needed.
    4. Select the required case number to view more information about the case.
    5. Select one of the following from Actions.
      OptionDescription
      Accept Solution Accepts the solution proposed by the agent and changes the case state to Closed.
      Reject Solution Rejects the solution proposed by the agent after entering the reason for rejecting the solution. The case state changes to Open state.